Win-back
Canceled subscriptions still in a win-back window — and how to enroll the ones Stripe never replayed.
What lands in Win-back
To handle → Win-back isn't every canceled subscription Stripe ever imported. A row shows up here only when the subscription is canceled, and either a win-back is running or it's still enrollable on the live win-back sequence.
Each row shows the customer, the plan and amount for the billing cycle, tenure on this subscription, how many days since the cancel, and the win-back run if there is one.
Open Filters to search a customer, coverage, sequence, tenure, or cancel date. Coverage is whether a win-back is in flight; Sequence is which one. Apply saves the view; chips drop one field.
Click a row to open the detail panel.
A customer who canceled long ago, with no step left on the live sequence, doesn't show up here — there's nothing left to offer them. A customer who already started a new live subscription drops off the list too.Overview's Win-back card At risk is this same list; clicking the card opens it directly.
Enroll
Sequences only start on new Stripe events that happen after you connect. A cancellation that already happened isn't replayed automatically — these customers have no run until you enroll them, or until they cancel again.
Enroll N starts the live win-back sequence for every eligible row, regardless of active filters. Confirm shows the full preview first.
Enroll is clocked on the customer's actual cancel date, not today: steps that were already due are skipped (greyed out on the run, not a failure), and the run picks up at the first step still in the future. An Enrolled badge on the run means this mass enroll started it, rather than a live cancellation event.
Enroll stays optional — you can just as well leave these customers uncovered. The button is hidden while Win-back is Paused in Recovery. On the trial it stays visible but locked: Subscribe to unlock opens the same checkout as Billing. Enroll uses a sequence you own that is Active. Catalog examples never send.
Good to know
- A customer can be enrolled again once their last win-back run is no longer active — timing follows the same rules as a live cancellation (see Runs). A failed run needs Retry from Activity → Runs instead of a repeat enroll.
- An Unpaid or Leaving run still running for that customer blocks win-back enroll until it finishes.
- After a billing pause, refresh lists with Force a resync, then Enroll. Missed mail is not sent in a burst.